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Compare 2 methods of evaluating customer service. - Scottish Highers Administration and IT - Question 3 - 2018
Question 3
Compare 2 methods of evaluating customer service.
Worked Solution & Example Answer:Compare 2 methods of evaluating customer service. - Scottish Highers Administration and IT - Question 3 - 2018
Step 1
Comment Cards
Answer
Comment cards are a traditional method of gathering customer feedback. These cards are often placed in visible areas, such as at checkout counters or in waiting areas. Customers can fill them out anonymously, allowing for honest feedback about their service experience. This method provides quantitative data, as the cards typically have scales for rating various aspects of service.
An advantage of comment cards is their simplicity and ease of use. However, responses can be biased toward customers who feel very strongly—either positively or negatively—since more satisfied customers may not take the time to fill out the card.
Step 2
Surveys after Purchase
Answer
Surveys after purchase are another effective method for evaluating customer service. These surveys can be delivered via email or through a follow-up call, asking customers how satisfied they were with their experience. This method can provide in-depth qualitative data because customers can provide detailed feedback on their interactions.
One benefit of surveys is the ability to target specific aspects of service that may need improvement. However, response rates may be low, and some customers may not complete the survey if the process takes too long.